Manage and Convert Wait List Requests (Cloud) 🎥
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The Wait List in VM Cloud lets you capture guest stay requests when no rooms are available. Managing these requests helps reduce lost business, monitor demand, and quickly convert requests into reservations once availability opens up. This article explains how to search for and view wait list requests, update their status as availability changes, and convert them into confirmed reservations. It’s important to note that the wait list is not automated; staff must review it regularly to catch new opportunities when rooms free up.
Path: Front Office > Reservations > Wait List
Instructions
Search and View a Request
1. In the Wait List module, enter search criteria such as guest name, requested dates, room type, or status.
2. Click Refresh.
3. The matching requests display under the grid
Use multiple search fields (name + date) to narrow your results quickly.
A request can only be opened if its status is Avail. Once created, requests cannot be updated with additional information.
Update the Status of a Request
Statuses in the Wait List fall into two categories: Manual or Automatic.
Status | Type | Who Updates It | Meaning |
Pending | Manual | Automatic | Guest’s request is waiting for availability. |
Declined | Manual | Staff | Hotel has declined the request. |
Denied | Manual | Staff | Guest cancelled or declined the request. |
Avail (Available) | Automatic | System | Rooms matching the request have become available. |
Filled | Automatic | System | A reservation was created from the request. |
Only Declined and Denied can be set by staff. Pending, Avail, and Filled updates automatically.
Convert a Request into a Reservation
Once a request’s status becomes Avail:
1. In the Wait List grid, double-click the request with status Avail to open it.
2. Select Create Reservation.
3. A confirmation pop-up will appear. Confirm that you intend to create a new reservation for this guest.
4. Review and adjust the reservation details, including room type, arrival/departure dates, number of rooms, add-ons, tax exempt, ...
5. Click Save at the top right to finalize the reservation.
6. Once the reservation is created, the request’s status automatically changes to Filled.
Still Need Help With This Topic?
Ask Yourself:
- Did I search with the right criteria (guest name, dates, status)?
- What status does the request currently show?
- Should a Pending request be Declined or Denied instead?
- Is the request marked Avail before I try to create a reservation?
- Are the reservation details accurate before I save?
Support May Ask You:
- Guest name and requested dates.
- Current status of the request.
- Which status did you try to apply?
- Whether any errors appeared when saving or converting.
- Screenshot of the Wait List screen or request detail view.